GFGodfrey dela Fuente
@godfreydelafuente
Experienced technical team leader specializing in Microsoft 365, networking, and IT support.
PhilippinesWhat I'm looking for
I am an experienced technical team leader with a strong background in Microsoft 365 support, networking (fiber/VoIP), POS and back‑office server administration, and IT helpdesk operations. I have led and coached teams, managed queues across voice/web/chat channels, and delivered performance reporting using tools such as Power BI to drive service levels and team motivation.
I consistently focus on quality, process best practices, and customer satisfaction, having supported enterprise clients across multiple roles from IT helpdesk and subject matter expert to assistant team leader and specialist (team leader). I am highly teachable, skilled in people management, and adept at incident tracking and technical troubleshooting across email clients, connectivity, and server environments.
Experience
Work history, roles, and key accomplishments
HCSpecialist (Team Leader)
HCLTech
May 2024 - Present (1 year 4 months)
Lead daily operations and coaching for a technical support team, managing call/web/chat queues and incident tracking to meet service levels and quality standards since May 2024.
Assistant Team Leader
Rhipe Philippines
Aug 2021 - Dec 2023 (2 years 4 months)
Supervised and coached a 15-engineer Microsoft 365 support team, implemented reporting via Power BI and improved case capture and team performance from Aug 2021 to Dec 2023.
Subject Matter Expert
Webhelp
Sep 2016 - Aug 2021 (4 years 11 months)
Provided floor-level technical support for POS and BOS servers, ensured network connectivity, and resolved incidents with high client satisfaction from Sep 2016 to Aug 2021.
Subject Matter Expert
West Contact Services
Sep 2013 - Apr 2016 (2 years 7 months)
Diagnosed and resolved hardware, network and email issues, managed trouble tickets and mentored new representatives from Sep 2013 to Apr 2016.
Education
Degrees, certifications, and relevant coursework
Microcadd Technologies Co. Inc
Training Certificate, Computer-Aided Design (CAD)
2010 - 2011
Completed AutoCAD training at Microcadd Technologies during 2010–2011.
FCFar Eastern University - East Asia College
Bachelor of Science in Electronic and Communications Engineering, Electronic and Communications Engineering
2009 - 2010
Completed coursework toward a Bachelor of Science in Electronic and Communications Engineering from 2009 to 2010.
MTMapúa Institute of Technology
Bachelor of Science in Civil Engineering, Civil Engineering
2006 - 2009
Pursued a Bachelor of Science in Civil Engineering from 2006 to 2009.
Malate Catholic School
High School Diploma, Primary and Secondary Education
1996 - 2006
Completed primary and secondary education from 1996 to 2006.
Availability
Location
PhilippinesAuthorized to work in
Job categories
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